Customer Support Representative (M-FNight Shift)

Redefine the future of customer experiences. One conversation at a time.

At Nextiva were reimagining how businesses connect bringing together customer experience and team collaboration on a single conversation centric platform. Powered by AI driven by human innovation.

Our culture is forward thinking customer obsessed and built on the belief that meaningful connections drive better business outcomes. Whether its through our signature Amazing Service the technology we create or the experiences we cultivate connection is at the core of who we are.

If youre ready to collaborate with incredible people make an impact and help businesses everywhere deliver truly amazing experiences this is where you belong.

How Youll Make an Impact

As a Technical Support Representative at Nextiva youll be on the front lines of delivering exceptional customer experiences. Youre not just solving issues youre uncovering the why guiding customers to the right solutions and making their day easier.

As a Technical Support Representative you will deliver Amazing Service through high-quality technical support services by processing and resolving requests received across various communication channels; while continuously growing your skills in a fast-paced learning environment. Youll leverage modern tools including AI to work smarter move faster and deliver even better outcomes for customers.

What Youll Do

• Solve What Matters: Troubleshoot customer issues across hardware software and networking systems quickly identifying root causes and driving resolution
• Deliver Great Experiences: Communicate clearly and professionally to ensure every interaction is positive and productive
• Stay on the Details: Document customer interactions issues and resolutions with accuracy and consistency
• Keep Systems Running: Provide maintain and update systems to ensure optimal performance for customers; managing multiple requests simultaneously in a fast-paced high-volume environment
• Own the Outcome: Take full ownership of customer issues following through until resolution while meeting daily and monthly performance metrics
• Continuous Learning: Continuously build technical knowledge of Nextiva products systems and troubleshooting processes to provide better service. Explore new tools and ways of working to improve performance
• Work Smarter:
  • Leverage AI tools (e.g. ChatGPT Copilot or similar) to support daily workflows such as summarizing customer interactions identifying key action items and improving response quality
  • Apply clear and structured inputs when using AI tools to generate accurate and relevant outputs; iterating and refining your approach when the responses arent perfect (persistence is key!)

About You:

• 2 years of customer service experience preferably in technical support or help desk environment
• Working knowledge of PC and Mac operating systems and Microsoft Office applications; hardware and/or networking knowledge preferred
• Advanced English fluency required (spoken and written).
• Ability to work remotely in Ukraine and regularly work shifts aligned with US business hours (between 12:00pm-12:00am Monday through Friday)
• Curiosity and enthusiasm for learning new technologies
• Comfort working in fast-paced environments with evolving tools and processes

Core Competencies:

• Customer First: Patient conscientious and professional; providing great customer experiences with a focus on accuracy
• Problem Solver: Strong troubleshooting and analytical skills with a persistent solution-oriented mindset; able to overcome setbacks and willing to try multiple paths to reach the right solution
• Detail-Oriented: Ability to manage multiple tasks or conversations simultaneously; strong attention to detail in both technical work and documentation
• AI-Forward Mindset: Curiosity and willingness to experiment with AI & automation tools (e.g. ChatGPT Microsoft Copilot); exposure to similar tools in a professional environment preferred
• Team-Driven: You collaborate share knowledge and contribute to a positive team environment

Why Nextiva

• Impact: Join a company trusted by over a million users helping businesses deliver better customer experiences every day
• Innovation: Be part of a team building AI-powered solutions that drive efficiency and smarter customer engagement
• Growth: Thrive in a culture focused on continuous learning development and career progression
• Culture: Work alongside a supportive high-energy team committed to Amazing Service and meaningful connections

Nextiva DNA (Core Competencies)

Nextivas most successful team members share common traits and behaviors:

• Drives Results:Action-oriented with a passion for solving problems. They bring clarity and simplicity to ambiguous situations challenge the status quo and ask what can be done differently. They lead and drive change celebrating success to build more success.
• Critical Thinker: Understands the why and identifies key drivers learning from the past. They are fact-based and data-driven forward-thinking and see problems a few steps ahead. They provide options recommendations and actions understanding risks and dependencies.
• Right Attitude: They are team-oriented collaborative competitive and hate losing. They are resilient able to bounce back from setbacks zoom in and out and get in the trenches to help solve important problems. They cultivate a culture of service learning support and respect caring for customers and teams.

Total Rewards

Our Total Rewards offerings are designed to allow Nexties to take care of themselves and their families so they can do their best.

Our compensation packages are tailored to each role and candidates qualifications. We consider a wide range of factors including skills experience training and certifications when determining compensation. We aim to offer competitive salaries or wages that reflect the value you bring to our team. Depending on the position compensation may include base salary incentives or bonuses.

• Health Comprehensive medical coverage individual limit on exclusionsand dental care
• Insurance Life disability traumatic injuries and critical diseases
• Work-Life Balance PTO for all employees Paid Sick leave (official document required) paid parental leave and paid holidays
• Wellness Employee Assistance Program and wellness initiatives
• Growth Access to ongoing learning and development opportunities and career advancement

At Nextiva were committed to supporting our employees health well-being and professional growth. Join us and build a rewarding career!

#LI-AL1 #LI-Remote

Founded in 2008 Nextiva has grown into a global leader trusted by over 100000 businesses and 1M users worldwide. Headquartered in Scottsdale Arizona and with teams across the globe were the future of customer experience and team collaboration through our AI-powered conversation-centric platform.

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